Connecting a contact center to VANAD Aloha creates two phone connections, which we call the customer connection and the agent connection:
- How incoming or outgoing calls from the contact center enter and leave the VANAD Aloha cloud platform.
- How agents are connected to the VANAD Aloha cloud.
The customer connection is almost always a connection to the public phone network. Several options are available for the agent connection, from soft phone (remote work) to a fixed line attached to a PBX that is connected to VANAD Aloha via trunking (preferably an SIP trunk). It does not matter whether that PBX is a traditional hardware solution in the customer’s building or a cloud-based PBX, as long as an IP-based trunk connection can be created and all the agents served by the PBX can be called directly from the VANAD Aloha platform. From the moment an agent logs in, a fixed phone connection is created for the entire time that agent stays logged in.